Post on 10-Jul-2015
S-Matik is a ″Customer Interaction Management″ system which incorporates the below features:
Customer identification
Queue management
Entertainment management
Promotion management
Staff planning
Performance management
Customer satisfaction measurement
Management analytics
Integration with 3rd party systems
Basic
Advan
ced
ABOUT S-MATIK
Desktop Terminal
Server
Interface
Management Software
Queue #
Data
Call
KioskTicket Printer
Virtual Terminal
Call
Main Display
Counter Display
S-Matik TV
Cat
egory
12“, 14“, 17“ or 19“ touchscreens
Card reader integration
Free standing or desktop installation
Designed to fit into reception counters
Options for different models and body colors
KIOSKS
KIOSKS
12“, 14“, 17“ or 19“ touchscreens
Card reader integration
Free standing or desktop installation
Designed to fit into reception counters
Options for different models and body colors
Upto 16 buttons
Free-standing or desktop installation
Desktop Ticket Machine Free-standing Ticket Machine
TICKET MACHINES
10*40 pixel counter, 10*48 pixel main, 10*96 pixel information displays16*64 pixel displays for high resolution fontsQueue number displayed as 3 or 4 digitsUpto 8 characters display ( counter and main displays)Alphanumerical characters can be displayed Text effects applicable LED color options ( red, green, blue, amber, white)
10*48 Main Displays
10*40 Counter Displays
16*64 Displays
DISPLAYS
S-MATİK MANAGEMENT SOFTWARE
Basic Software Modules
Software Architectures
S-Matik Connect
S-Matik ConnectPlus
S-MATIK SOFTWARE Basic & Optional Modules
TicketDispenser
Manager
VipCon
VtHttp
Terminal
Reporter
S-Matik TV/Signage
S-Matik Voice
S-Matik Record
Basic Modules Optional Modules
Central Database (MS SQL)
CRM-Segmentation Integration
VTHttp
Terminal Integrator
VTHttp
Terminal Integrator
Ticket DispenserTicket
Dispenser
VIPConVIPCon
S-Matik SignageS-Matik Signage
S-Matik VoiceS-Matik Voice
S-Matik RecordS-Matik Record
Corporate System Integration
Virtual TerminalVirtual Terminal
Branch Database (MS SQL)
ManagerManager
ReporterReporter
TerminalTerminalTerminalTerminalTerminalTerminal
Manager(Client)Manager(Client)
BRANCH
HEADOFFICE
Re
plic
ato
r
S-MATIK CONNECT
Central Database (MS SQL)
CRM-Segmentation Integration
VTHttp
Terminal Integrator
VTHttp
Terminal Integrator
Ticket DispenserTicket
Dispenser
VIPConVIPCon
S-Matik SignageS-Matik Signage
S-Matik VoiceS-Matik Voice
S-Matik RecordS-Matik Record
Corporate System Integration
Virtual TerminalVirtual Terminal
Manager
Database
Manager
Database
TerminalTerminalTerminalTerminalTerminalTerminal
Manager(Client)Manager(Client)
BRANCH
ReporterReporterData EditorData Editor
S-MATIK CONNECTPLUS
HEADOFFICE
All transactions performed in a S-Matik system are registered in the database. These data is reported and converted into information when requested. Reporter module is composed of 4 sections:
Reporting
Branch Monitoring
HQ Monitoring
Branch Setup
1
2
3
4
REPORTER
Reports can be saved in “.xls”, “.txt”, “.html”, “.xml”, or “.csv” formats.
1. By Hours2. By Days3. By Months4. By Dates5. By Categories6. By Counters7. By Users8. By Matter Codes9. By Branches10. By Tickets11. User Performance12. Counter
Performance13. Users/Counters
Login-Out
Branch reports can be retrieved based on 13 different parameters:
REPORTER
Categories& Counters Detailed Info About Tickets • # of issued tickets• # of waiting customers• average transaction time• max. waiting time• average waiting time• # of serviced customers
• user name • priority• served category • served ticket # • average transaction time• max. transaction time
• category• branch entry time • transaction start time • transaction end time
BRANCH MONITORING
Thanks to its centralized monitoring feature, S-Matik XQ Reporter assists managers to benchmark the branch performances from the headquarter.
HQ (CENTRAL) MONITORING
Prioritizations are done via categories. There are 5 basic types of
prioritization in a S-Matik system:
1. FIFO a. Time based
b. Orderly
c. Quantity based
2. Conditional
3. Dynamic
4. Flexible
5. Mixed
PRIORITIZATIONS
1. FIFO PRIORITIZATION
Within the “First In First Out” logic, the customers are called in sequence according to the time their tickets are issued. « TIME BASED», «ORDERLY» and «QUANTITY BASED»
1. a. FIFO PRIORITIZATION(TIME BASED)
Within the “First In First Out” logic, the customers are called in sequence according to the time their tickets are issued.
ABC Bank
Ticket No:1
ABC Bank
Ticket No:2
ABC Bank
Ticket No:3
ABC Bank
Ticket No:4
ABC Bank
Ticket No:5
ABC Bank
Ticket No:1
1.b.FIFO PRIORITIZATION(ORDERLY)
Categories are prioritized. Unless all customers within a priority category are called, those belonging to other categories are not called.
Any A?
Call Customer
Any B? Any C?N N
Call From A
Y
Call From CCall From B
N
Y Y
1.c. FIFO PRIORITIZATION(QUANTITY BASED)Customers are groupped into categories; however they are called within the predefined ratios in a cycle logic. In the below example, 4 customers from Category A are called initially and followed by 2 from Category B and 3 from Category C. The content of the cycle can be changed by the users.
A B C
2. CONDITIONAL PRIORITIZATIONCustomers are called from a category depending on the waiting times and number of waiting customers for the categories. Moreover; time limits can be applied.
Waiting Times
A: 3 min.B: 5 min.C: 10 min.
Priority Time Interval
A: 10:00 – 12:00B: 13:00 – 15:30C: 15:30-16:30
Any A?
Call Customer
Any B? Any C?N N
Call From A
Y
Call From CCall From B
N
Y Y
5. DYNAMIC PRIORITIZATION
• For each category, preset waiting times are defined. • Before calling any customer, the proportion of “actual waiting time/target waiting time” is calculated for all waiting customers. “Customers with the highest proportion” are called first.
Category Target Waiting Time (min.)
Actual Waiting Time (min.)
Proportion
A 10 6 0,60
B 6 4 0,67
C 4 3 0,75
D 3 1 0,33
4. MIXED PRIORITIZATION
The aforementioned prioritizations can be used mixed within a single prioritization. Moreover; categories can be groupped according to priorities selected within themselves.
Waiting Times
A / (B - 3 min.) (Dynamic Priority)D- 4 minE- 5 minF- 10 min
Any A?
Call Customer
Any B >3 min.?
Any C?N N
Call From A
Y
Call From CCall From B
Y Y
Any D/E/F?
Call From D/E/F
Y
N
5. FLEXIBLE PRIORITIZATION
A script is typed for a desired call algorithm which may be changed when requested.
A plasma/LCD TV installed in a bank branch can be used for 3 purposes:
• To display queue information• To display sliding texts • To display videos
Field 1
Queue Info
Field 2
Video
Field 3Sliding Messages
Field 1
Queue Info
Field 2
Video
Field 3Sliding Messages
S-MATIK TV
Using S-Matik Voice , you can
Call your customers from any counter by human voiceRecord voices in all languages Sequentially call your customers in upto 3 different languages
S-MATIK VOICE
S-Matik Signage
S-Matik Record
CRM Integration
Core Banking Integration
S-Matik Promo (ConnectPlus only)
S-Matik Tracer (ConnectPlus only)
S-MATİK ADVANCED
PRODUCTS & APPLICATIONS
S-Matik signage is an advanced application of S-Matik TV which include the below features:
• Real time RSS field• Analog TV display• Bidirectional sliding texts • A header to display company logotype and message
S-MATIK SIGNAGE
S-MATIK SIGNAGE
S-Matik Record is a voice recording software which allows the recording, reporting and back-up of dialogs during transactions at the counters.
Voice Record ControlWhen a customer is called from a counter, recording starts and the relevant counter is marked with a red square on the screen. Sends “start” and “end” commands to the Recorder Server.
S-MATIK RECORD
Terminal
Manager
VtHttp
Terminal Functions
Core ApplicationHttp request
Xml response
INTEGRATIONCore Integration
TicketDispenser
Manager VipCon Web Service
Customer Database
Corporate CRM System
Campaign Management
Appointment System
INTEGRATIONCRM Integration
Customer information retrieved from S-Matik system
INTEGRATIONCRM & Core Integration
Special advertisements can be provided for selected customers
or categories:Promotion texts can be printed on the tickets
Visual advertisements can be displayed on the kiosk screen while
printing the ticket
Personal greetings (e.g. birthday celebration message) can be
displayed/printed
S-MATIK PROMO
S-Matik Tracer is a smart application that helps managers instantly increase service and operations quality in the branch.
How It Works1.The customer defines the performance criteria of its branches. 2.S-Matik calculates the actual performances and compares with the defined values. 3.In case of low performance, analytical information as well as suggested actions are e-mailed to authorized staff.
For instance; if there are too many cash based transactions in the branch, the system generates the below message:
« The branch is too crowded. Direct customers with cash based transactions to the ATMs »
S-MATIK TRACER
The average service time of customers is far above prescribed service periods. Please evaluate below data and take immediate action !
As of 15:38;
Average waiting time of customers served 19 min.Average waiting time of no-show customers 34 min. Ratio of no-show customers / served customers 36%Number of waiting customers 51Number of open counters 4
Working staff and their working time untill now;
User Total Working Hours Working PeriodsAYSEGUL AKMAN 06:35 09:02 - 15:38MEHMET EMRE DİZDAR 04:51 09:29 - 11:50, 11:51 - 11:59, 13:16 - 13:31, 13:32 - 15:38ÖZLEM ÖZDEMİR 05:56 09:00 - 09:37, 09:43 - 13:00, 13:36 - 15:38ŞEBNEM ÖZTÜRK 03:45 11:52 - 12:01, 12:01 - 15:38
S-MATIK TRACER
The staff with closed counters:
•ÖZNUR DENIZ•AYŞE ARSLAN•SEDA GÜLLÜ
•DİLEK ÜNLÜER
Possible precautions;
1. Increase the performance of your staff
2. Remind your tellers to work faster
3. Increase the number of open counters to 5
The performance of your tellers (today) : 7 transactions/hour
The average performance of Top5 tellers in the last 5 days: 22 transactions/hour
S-MATIK TRACER
HOW S-MATIK CAN ADD VALUE TO YOUR BUSINESS?
Know your customers before they arrive at the counter ( via
integration to CRM)
Save from transaction times via core banking integration
Reduce branch administration costs (ConnectPlus)
Improve customer services via S-Matik Promo and S-Matik Tracer
Reduce initial procurement and running costs (non perforated tickets)
Among most advanced queueing system solutions in the world:
Several design options for displays and kiosks
Support of different software architectures
Vast choice of reports
Deep expertise in corporate systems integration
System built on more than 10.000 man*days of engineering and pre-
sales support investment
App. 4.000 references
CE certified products
ISO 9001 certification
WHY S-MATIK?